total gong show don't buy gem windows
this company has no profesionalism no code of ethics, example had my windows delivered by 3 guys that could not speak 2 words of english between them they left 2 windows from my order at the warehouse i said is that it al i got is ok,ok,ok no paperwork at all to sign nothing, rang dispatch abot missing windows they said they'll deliver sunday i have 2 carpenters sitting on job got a text sunday 12.32 pm sorry no windows today we will deliver next friday i call dispatch i need my windows now all they said sorry you get them friday sorry about th...at, well sorry doesn't pay my bills i'm $300 out of pocket and i get sorry and delay of my project for a whole week never again gem windows sorry doesn't get my windows done.customer service does not exist here
Don’t even consider
Our salesperson made an error on our order and despite him acknowledging this the company has washed its hands of any responsibility and expect us to pay to have it rectified so that we can use the louvre windows as intended. Not only that but the screens for our windows didn’t even fit! They were then remade (which took 4 weeks-not including the close down period over Christmas) then when they arrived the screens flap in the breeze because they are so incredibly loose. When I brought this to the attention of head office with a video of it blow...ing extremely noticeably I was met with the response of ‘they are a little loose’. Stay right away from this company if you want ANY customer service at all and if you want to receive what you are paying for.
Delivery department dismal
Purchased windows sales service was great however after that it was all downhill the delivery was re scheduled 3 times. After the first failed delivery and excuse (truck broke down aka easy lie). The second attempt I was advised would be definitely delivered so took another day off work only to be let down again. 3rd attempt also unsuccessful so organised a private truck to pick up. They then called me that afternoon after private delivery and tried to organise another delivery date. If you have 6 months to wait for delivery this might be the shop for you.
We paid them in full for some windows and doors, the flyscreens were made to fit the fixed panel not the opening section. They re made them 4 weeks later and they were the wrong size again. Its been months and I'm still waiting on the screens. I've been told they are trying to find someone that can fit the screens.
Absolute joke of a company
I ordered 2 windows for a job we were doing from the Windsor store. They told me 3 weeks wait and after I paid it was all of a sudden 6-8 weeks wait with pick up only from Prestons and not Windsor as advised by the sales person named [name removed].
Her number is [contact details removed].
Do not deal with her unless you want to hear lies after lies.
Then when I called her to complain about her lies , she immediately offered me a full refund so that I would not put a complaint in with head office.
[name removed] then started to accused me o...
Terrible customer service and poor quality product
Bought two windows from Gem, first issue we had was the sliding window was built out of square.
Second issue was the flyscreens built too small. Been 2 months and still not fixed.
Terrible Customer Service & Faulty Screen Door
I purchased a stacker slider door as well as a stacker slider screen door for the sliding door. When my builder went to install the screen door, he found there was a fault with the manufacture and the screen door slid against the slider door producing a high pitched metal on metal grating sound. Also, the latch provided didn't suit the sliding screen door also. I sent a video of the fault as per Gem Minto Showrooms instructions. No one called me back and I have continuously been calling, emailing and chasing them for the last 3 weeks to either ...exchange, fix or refund. Admin does not answer their phone and the only time I was able to speak to someone, they said they'd call me back, but to date no-one has called me. I have now lodged a complaint with Fair Trading. Their after sales service is non existent and I wish I'd read the reviews prior to purchasing as they have many unhappy customers with similar issues. BEWARE: Prices may be good but if there is a problem, they don't want to know about it.
Goods paid for and not supplied
As part of an order for 2 large windows, I also ordered and paid for a can of touch up paint to repair marks left on window frames. The paint was not provided with the delivery, and after repeated phone calls and promises to have it delivered or dropped off, 3 weeks later I'm still waiting. Gem refuses to refund the money or provide the goods as promised. Looks like I'll need the contact Fair Trading. Word of advise - don't purchase anything from Gem. Take your business elsewhere.
The worst decision a builder can make!
We purchased windows and sliding doors for 5 townhouse project due to their low pricing. Firstly delivery was delayed for more than 6 weeks although I had in writing 4 week delivery. Installing the windows felt flimsy, glazing was wavy on many windows, double hung windows mechanism all failed, winding mechanism rusted and jammed up after a few months, defects in cuts and squareness, all handles chrome all rusted and bubbly, keys provided rusted.
Bad customer service, rep we spoke to no longer there, then another rep dealing also vanished.
Horrible Customer Service and Faulty Doors
9 Months I've been dealing with their customer service to fix a faulty door. It has cost me hundreds of dollars and still isn't resolved. If you call the show room they will tell you they can't help and that it needs to come from their admin. The only way you can contact the admin is through email. They then take 2 weeks to get back to you via email and ask for photos. You then don't here anything for a further (minimum) 2 weeks.
Then after complaining to the showroom for 20 minutes - they get someone to call you - they don't help you. So if yo...
Avoid - do not buy anything from this company
I obtained two quotes for multiple window installations at my investment property.
I agreed to these quotes under time pressure by GEM that the "discounts" they willingly offered to me (to close the deal) were only available if I signed and paid a 50% deposit within 48 hours.
After finalising the measurements the next day at the property (which required me to interrupt the tenants and remove/damage existing window frames in the property to ensure the reveal measurements were correct). I signed and paid in store.
Delivery was scheduled for 6 weeks.
A while after paying, I was advised by GEM that they could not proceed to fulfill one of the contracts unless I coughed up an ADDITIONAL 50% of the total contract.
do not buy from this company
Do not buy this windows!! first you will be waiting forever, quality is terrible, windows come as flat pack, sales people are lying into your face, you cannot talk to management
be ready for extortion for more money, otherwise no delivery and no refund.
Pay extra for better quality
Ordered 2 sliding doors from Gem at Mulgrave. Were told they would be 2 months, 4 months after ordering they finally arrived & I think only because many calls were made asking about their delivery time. When they arrived they were very flimsy & of poor quality. We had to take the screens back as the joins in the corners didn't even line up or touch. That took about another month to get sorted. One set of the glass sliding doors is missing the safety marks on the glass so no one walks into them which are an Australian Standard. I visited the Mul...grave showroom & was told I would have to email head office about that issue, so I did & 5 months later I got a response asking if the issue had been sorted. I replied NO & raised a few other issues about the terrible quality of their products & have never heard back since. That was the 27th of Feb 2019, it's now August. I would highly recommend spending a little more money & getting quality doors & windows with far better customer service.
Cannot give no stars
Ordered and paid in full $23,500. Delivery was a month late and short 11 windows, 3 highlights and 1 door. Denied they are missing despite driver knowing they were missing. All windows were damaged too.
Over 12 months ago GEM windows delivered the wrong doors, they agreed, we’re very apologetic then delivered and picked up wrong door eventually, which was wrong AGAIN. Then we’re once again very apologetic picked up and delivered the wrong door AGAIN. We still can not use the doors. They even asked us to follow up ourselves with their suppliers - who runs a business like this? Re- think if considering. One star rating is too much.
Questions & Answers
Do you deliver to bathurst?
They can’t even work out where u can pick the windows up from let alone tell you if they deliver to Bathurst or not .
Bunch of circus clowns run this company
I’d advise you spend your money somewhere decent with a better sales team and attitude
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